The Operations Quality Senior Manager will lead and evolve quality assurance frameworks across call centre operations to ensure consistent service standards and regulatory compliance. They will analyze operational data to generate actionable insights, drive continuous improvement, and collaborate with stakeholders to enhance customer outcomes.
The agent is responsible for managing customer escalations, complaints, and service repairs to ensure positive outcomes and high satisfaction. They must act as the voice of the customer while adhering to departmental KPIs and service level agreements.
Conduct outbound sales calls to help customers protect household electrical items through insurance cover options. Provide detailed features and benefits of protection plans while ensuring the best customer outcomes in line with FCA requirements.
The advisor will conduct outbound sales calls to help customers protect household electrical items through insurance cover options. They are responsible for explaining product benefits and ensuring the best customer outcomes in line with FCA requirements.
Identify opportunities and propose high-value protection solutions to customers while ensuring an exemplary customer experience. Manage sales tools efficiently and maintain strict adherence to quality and compliance standards.
